Technical Support Engineer

ITW - Palmetto, FL

Full-time - Mid Level

Palmetto, FL

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

The Technical Support Engineer will provide full-time technical support for the GPU and PCA product line at ITW GSE Division, focusing on assisting customers with troubleshooting, parts ordering, and product training. This role is essential in ensuring customer satisfaction and operational excellence within the aviation industry's ground support equipment sector.

Responsibilities

• Provide phone and email technical support for GPU and PCA product line.
• Assist customers in ordering parts and determining required components.
• Archive service reports for work orders and warranty claims.
• Conduct customer product training sessions.
• Test spare power modules and perform software programming for spare orders.
• Handle in-house repairs of equipment.
• Manage customer support stock items and process spare orders.
• Collaborate with Sales Director and Senior Manager to manage customer accounts, including terms and discounts.
• Assist R&D with root cause analysis of component failures.
• Track trends in equipment issues for improvement opportunities as part of the Customer Support team.
• Maintain a good work environment and develop tools, documentation, and instructions.
• Document and maintain a knowledge database for customer inquiries.
• Create troubleshooting guides for customer assistance.
• Initiate primary warranty claims and assist with on-site testing and commissioning.
• Assist with repair work orders and improve customer work instructions.

Requirements

• Minimum five years of experience in troubleshooting and repairing power generating equipment.
• Exceptional troubleshooting skills using schematics, technical manuals, and assembly drawings.
• Prior experience with aircraft ground support equipment, including mobile diesel GPUs and solid-state frequency converters.
• 2-year associate/technical degree in electronics or electrical engineering, or military technical 'C' school acceptable.
• Exceptional interpersonal and communication skills, both phone and email.
• Excellent computer skills, fluent in Microsoft Office suite.

Nice-to-haves

• Bi-lingual (English/Spanish) is a plus, but not required.